Refund Policy

Our 30-Day Returns Policy

Velo Air Pro offers a 30-day returns period for eligible products.

The 30-day period begins when your order is delivered.

If you've changed your mind, please contact us within this period and we'll provide instructions for returning your product.

Items should be returned in good condition with the original accessories, components and packaging where reasonably possible.

Products showing signs of misuse, accidental damage or unauthorised modification may not qualify under our voluntary returns policy.

This policy does not affect your statutory consumer rights.

Your Right to Cancel

If you're purchasing online as a UK consumer, you will generally have a statutory right to cancel an eligible purchase within 14 days of receiving your goods, without needing to provide a reason.

After telling us that you wish to cancel, you will generally have a further 14 days to return the goods.

Certain products and circumstances may be excluded from statutory cancellation rights where permitted by law.

Our voluntary 30-day returns policy provides additional flexibility and does not replace or reduce your statutory rights.

Refund Eligibility

Depending on the circumstances, a refund may be available where:

• You exercise an applicable cancellation right
• You return an eligible item under our 30-day returns policy
• Your product arrives damaged
• You receive an incorrect product
• Your product is faulty
• Your product is materially different from its description
• We are unable to fulfil or complete your order

Different conditions may apply depending on why you're requesting the refund.

Changed Your Mind?

If you've changed your mind about an eligible purchase, please contact us within the applicable returns period.

Under our voluntary 30-day returns policy, products should be returned in good condition and with their original accessories, components and packaging where reasonably possible.

For statutory cancellations, you are entitled to inspect and handle the product in the same way you reasonably could in a shop.

If goods have been handled beyond what is necessary to establish their nature, characteristics and functioning, we may be permitted by law to make an appropriate deduction from the refund to reflect any reduction in value.

Faulty or Damaged Products

If your Velo Air Pro product arrives faulty, damaged or not as described, please contact us as soon as possible.

To help us resolve the issue quickly, please provide:

• Your order number
• A description of the problem
• Clear photographs where appropriate
• A short video demonstrating the issue where this would help

We'll review the information and advise you of the appropriate next steps.

Depending on the circumstances and your statutory rights, this may include a refund, repair or replacement.

Your legal rights regarding faulty goods are not restricted by our voluntary 30-day returns policy.

Incorrect Items

If you receive a product different from the one you ordered, please contact us as soon as possible.

Please provide your order number and a photograph of the item received.

We'll arrange an appropriate solution, which may include sending the correct item or issuing a refund.

You will not be required to pay reasonable return costs where we've sent you an incorrect product.

Return Shipping Costs

If you're returning an item under our voluntary returns policy because you've simply changed your mind, you may be responsible for the cost of returning the product.

Where an item is confirmed to be faulty, damaged or incorrect, we'll provide appropriate return instructions and cover reasonable return costs where required.

Where statutory cancellation rights apply, responsibility for return costs will be determined in accordance with applicable consumer law and the information provided to you before purchase.

We recommend using a tracked delivery service when returning an item for which you are responsible for arranging postage.

How Refunds Are Processed

Once we've received your returned item, we'll inspect it and confirm the outcome of your return.

If your refund is approved, it will normally be issued to the original payment method used for your purchase.

We'll send you confirmation once your refund has been processed.

Please note that once we issue a refund, your bank, card provider or payment service may require additional time to make the funds available in your account.

Refund Processing Times

Approved voluntary refunds are normally processed by us promptly after we've received and inspected your return.

Please allow approximately 5–10 business days after processing for the funds to appear in your account, depending on your bank or payment provider.

Where you're exercising a statutory cancellation right, we'll make the refund within the timeframe required by applicable law.

Delivery Charges

Where you're exercising an applicable statutory right to cancel an online purchase, we will refund the amount paid for standard delivery where required by law.

If you selected a more expensive delivery option, such as express delivery, we may only be required to refund an amount equivalent to our standard delivery charge.

Additional delivery charges that are not legally refundable will not necessarily be included.

Cancelling Before Dispatch

If you need to cancel an order before it has been dispatched, please contact us as soon as possible.

If we're able to stop the order before dispatch, we'll cancel it and arrange the appropriate refund.

If your order has already entered the fulfilment or courier network, we may be unable to stop the shipment. In that case, we'll advise you about the appropriate return process.

Refunds for Cancelled Orders

If Velo Air Pro needs to cancel an order after payment has been taken — for example, because we're unexpectedly unable to fulfil it — we'll arrange a refund to your original payment method.

We'll notify you if this happens.

Missing Refunds

If we've confirmed that your refund has been processed but you haven't received it, please first allow the processing period advised by your payment provider.

You may also wish to check with your bank or card provider, as refunds can sometimes take several business days to appear.

If the expected processing period has passed and your refund is still missing, contact our support team and we'll be happy to assist.

Exchanges & Replacements

If you'd prefer a replacement rather than a refund, please contact our support team.

We'll review the circumstances and let you know what options are available.

In some cases, the quickest solution may be to return the original product for a refund and place a new order.

Your Statutory Rights

Nothing in this Refund Policy is intended to exclude, restrict or replace your rights under applicable UK consumer law.

Products supplied by Velo Air Pro must meet applicable legal requirements, including requirements relating to satisfactory quality, fitness for purpose and conformity with their description.

You may have additional remedies where these requirements aren't met.

Need Help With a Refund?

We're here to help.

If you have a question about a refund, return, faulty product or cancelled order, our support team will be happy to assist.

Request a Return

Contact Support

Email: sales@veloairpro.com

For information about physically returning a product, please see our:

Returns & Refunds →